ComplaintsforFLIP Factory

• Initial Complaint

  11/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid for 4.5 months of charges and then was charged an additional $300 for a tumbling class without approval or consent. Coach ***** was disrespectful and rude and charged my card without consent or approval by me.

  Business response

  12/21/2021

  Business Response /* (1000, 5, 2021/11/24) */ The total time the athlete has been enrolled in our program is four and a half months (04/16/2021 - 06/30/2021 & 08/31/2021 - 10/31/2021). The last charge on this athlete's account was 09/25/2021 (for October tuition), which was at the completion of the four and a half months. The individual who filed this compliant is neither the card holder, nor the individual that enrolled this athlete. He is merely a contact on the athlete's account. During the four and a half months, the athlete did miss some practices and was compensated with required make-ups for absences, along with additional make-ups, and additional time for all make-ups to be completed. The athlete is also still attending our facility to date, using said make-ups. When the individual listed as the contact called about this account, he was very rude and disrespectful (more than once). He was complaining about service issues, but he wasn't the one managing the account and wouldn't listen when we tried to explain it to him. The individual that registered the athlete and card holder, has never complained and in fact has asked for additional services. Consumer Response /* (3000, 8, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As the card holder and payer of this account I have never talked with the owner at Flip Factory. I've repeatedly asked the owner to provide me the customer communications. The owner is very defensive, not customer oriented and hard to do to business with. Business Response /* (4000, 10, 2021/12/08) */ The complainant HAS spoken to the owner. He spoke to her in July 2021, very rudely, in reference to what payments were for, that had gone through. This was for a special Clinic the mother had signed the athlete up for. He wanted to know why this was charged when she had make-ups. She, the owner, explained to him that the make-ups the athlete had were for the classes she had missed, not this separate, special Clinic. He later spoken to the Office Manager, asking for email communications to be sent to him, in reference to any payments that go through, this was in August 2021. She added his email address to the account. He then spoke to the Office manager again, very rudely in late August 2021, asking why he wasn't receiving emails regarding payments. She explained to him that his email had been added, but we could not control whether they went to him or not, it's a default in the system to only send to the main email on the account, which was the mother, because she had set the account up, not him. She explained that she could TRY her best to remember to send him separate emails when any charges went through, so that he was getting communication on payments also. The mother, at this time, told us not to send him separate emails, she would forward them to him herself. In fact, the ONLY time the owner was defensive with him was when he started threatening her and her business. So, regarding his rebuttal of the last communication, NONE of it is true. In fact, reading through this response, you can see that we have, again and again, went above and beyond to assist this person and all their unwarranted complaints, even though he is NOT the card holder, and NOT the one who setup the account. And just to note, the complainant, himself, was on the property (this was witnessed by several people), dropping and picking up his daughter on 11/29/2021 for one her make-up classes. Not sure now, how many times he's been onsite, but has never come in to try and discuss anything. He now has also filed a dispute with our system/merchant server for these charges that he is already disputing with the BBB.

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